Managing triggers

This article discusses the following topics related to managing your triggers:

• Editing and cloning triggers
• Deleting and deactivating triggers
• Activating a trigger
• Viewing the trigger revision history

For information on creating new triggers, see Creating triggers for ticket updates and notifications.

Editing and cloning triggers

You can edit and clone triggers. Cloning a trigger creates a copy that you can modify and use for some other purpose. If your trigger notifies users, the notification body text will reset if you change the notification destination.

To edit a trigger

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, locate the trigger you want to edit.
3. Hover your mouse over the trigger to display the options menu icon (), then click Edit. Alternatively, click the title of the trigger you want to edit.
4. Modify the title, description, conditions, and actions as needed.
5. When you are finished, click Save.

To clone a trigger

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, locate the trigger you want to clone.
3. Hover your mouse over the trigger to display the options menu icon ().
4. Click the options menu icon and select Clone.
5. Modify the title, conditions, and actions as needed.
6. Click Create trigger.

Deleting and deactivating triggers

If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. You can instead deactivate triggers. Deactivated triggers are listed in the Inactive tab of the Triggers page, and can be reactivated if needed. If you reactivate a trigger, it will not retroactively run on past tickets.

If enabled on your account, you can use trigger categories to delete multiple triggers at the same time. See Deleting trigger categories.

To deactivate a trigger

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, locate the trigger you want to deactivate.
3. Hover your mouse over the trigger to display the options menu icon () and select Deactivate. The trigger is moved to the Inactive tab.

If you decide to permanently delete a trigger, you must first deactivate it as described above.

To delete a trigger

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. On the Triggers page, click Inactive.
3. Locate the trigger you want to delete.
4. Hover your mouse over the trigger to display the options menu icon () and select Delete.
5. When a confirmation message appears, click Delete trigger.

Note: If you accidentally delete your default triggers (Default triggers to get you started), you can quickly rebuild them. For more information, see Resetting default triggers.

Activating a trigger

When you create a new trigger, the trigger is activated automatically, but there are some cases when you may need to deactivate, then reactivate a trigger.

To activate a trigger

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. Click the Inactive tab.
3. Hover your mouse over the trigger you want to activate to display the options menu icon () , then select Activate.

Viewing the trigger revision history

If you're on an Enterprise plan, changes you make to a trigger can be viewed in the trigger revision history.

The revision history displays:

• The currently-viewed version's configuration
• Who made the changes
• When the change was made
• The changes made to the trigger in the displayed revision (optional)

Note: Updating the order of your triggers is not reflected as a change in the revision history. It is, however, reflected in the last updated timestamp.

The history is available to anyone with permission to manage business rules.

To view the trigger revision history

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. Click the trigger you want to view, to open the trigger's edit page.
3. Click Revision history, located below the trigger title:

   

   This opens the trigger history page.

4. On the trigger history page, you’ll see all the available versions in a sidebar. Click on the version you want to view, and here's what you'll see:

   

5. From here, you can:
   • Toggle to show or hide the changes made to the selected version
   • View the read-only configuration of the selected version
   • Click another version to view
   • Return to the edit page

For more information, see the viewing a trigger's revision history video.